JPMorgan Service Designer Vice President 

United States, Texas, Plano 

308215824

As a Vice President Service Design insurveillance

With this role you will be working as part of a new experience team looking at a complex problem space within JPMC. This team is part of a larger experience organisation.

Job responsibilities

• Develop and implement a comprehensive service strategy to focus on direct and indirect experiences and align business objectives and customer experience enhancement across multiple products and platforms
• Lead cross-functional teams to create storyboards, service blueprints, and research to identify pain points, opportunities for improvement, and champion innovation in products and features of moderate complexity
• Design service blueprints and document processes and touchpoints and incorporate inclusive design principles for seamless, personalized, and accessible experiences
• Create experience maps and service prototypes to illustrate customer journeys, with an iterative mindset for continuous refinement
• Collaborate with stakeholders and product partners to integrate customer-centric decision-making, inform prioritization, and develop experience-led metrics to align business goals
• Work with business and engineering colleagues to deliver working solutions that meet agreed goals.

Required qualifications, capabilities, and skills

• 5+ years of experience or equivalent expertise in service design, experience design, or a related field, focusing on end-to-end customer experiences
• Proven record in innovative service design projects, including journey mapping, service blueprinting, and storyboarding
• Demonstrated expertise in creating direct and indirect experiences for diverse users
• Ability to work in cross-functional teams, facilitate collaboration, and encourage consensus toward common goals and objectives
• Experience with fast-paced, iterative design approaches involving frequent testing and refining of concepts
• Experience of working with complex problem spaces, and driving out simple human-centric solutions.

Preferred qualifications, capabilities, and skills

• Experience of agile software development, working in a scrum team.